AccountId: 011433970860
ContactId: a0705ca8-0e77-476f-ad8e-05fd44e46958
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289700 ms
Total Talk Time (AGENT): 87164 ms
Total Talk Time (CUSTOMER): 175513 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a0705ca8-0e77-476f-ad8e-05fd44e46958_20250310T14:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I'm calling from Benchmark Physical Therapy in [PII]. I was calling because we have a mutual patient and I was looking to see if you could tell me her benefits for her um insurance.
[AGENT][POSITIVE] Sure, I can take a look at those benefits for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and it's gonna be [PII].
[AGENT][NEUTRAL] OK, got it, thank you. Uh, do you have the policy number?
[CUSTOMER][NEGATIVE] You mean how I was injured. I'm, I'm was I injured.
[CUSTOMER][NEUTRAL] It is 684-134-505.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers [PII], um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] You mean how, how I was injured in a car like my own vehicle, somebody hit me from the side I don't, I don't know.
[CUSTOMER][NEUTRAL] Um, I'm trying to think, the patient is in front of me. Um, she was in a car accident and the attorney's not covering, so her dad, which is handling all this, gave me the insurance information. So let me see if I can get her so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the card?
[CUSTOMER][NEUTRAL] I don't have the card. No, ma'am. He said that the card is not getting mailed in yet. Let me ask her real quick. Do you know your social security number? What's your social?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK, alright, my father's calling me. It is her social security number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was the what was the name for the patient?
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, well, I'm gonna read that social back to make sure I heard that correctly, um, because I didn't get a result with that. That was uh [PII].
[CUSTOMER][NEUTRAL] First name is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, no, I did not get a result with that. Um, I could try searching just using her name, um, that was you said [PII]?
[CUSTOMER][NEUTRAL] What what's going on?
[CUSTOMER][NEUTRAL] Yes, so her last name is [PII] and then her first name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh just the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, I don't have anyone with that name in our system.
[AGENT][NEUTRAL] Is it it's not short for [PII], is it?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, no, I don't have anyone with that name in our system.
[CUSTOMER][NEUTRAL] just
[CUSTOMER][NEUTRAL] OK, I'm trying to think. I don't really know what else to do here.
[AGENT][NEUTRAL] Is she the policy holder?
[CUSTOMER][NEUTRAL] Uh, I think it's her dad. Is your dad the policy holder is, is your dad the policy holder? Yeah, are you the are you the policy holder on this account for the insurance for the insurance?
[CUSTOMER][NEUTRAL] It says she said she is the policy holder.
[AGENT][NEUTRAL] OK. Yeah, I, I do not see her in our system at all.
[CUSTOMER][NEUTRAL] Hold on then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Let me verify with her to make sure her social security number is right. You said your social security number is [PII]. Hold on a second, it's [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]. So [PII]. Correct.
[AGENT][NEUTRAL] Yeah, that's, that's what I got.
[CUSTOMER][POSITIVE] OK. Good, hold on a second, Dad, you can have everybody talking to me at once.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So, um, let me, let me see if I can, do you have a direct number I could call you back on potentially?
[AGENT][NEUTRAL] Um, I don't have a direct number, um, but I will make a note, uh, well, I'm not able to actually because I don't here in our system, um, if you just call back, um, it should be perfectly fine. Um, all of us on the team will be able to take care of you.
[CUSTOMER][NEUTRAL] Yeah it's it for me.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] All right, sorry about that.
[CUSTOMER][POSITIVE] No, you're good thank you so much. OK bye bye.
[AGENT][POSITIVE] Alright thanks bye bye.